How To Stay Sane And In Control Around Thorny Clients

Those clients that drive you crazy, because they either show up late, don’t show at all or complain about every treatment they receive.

Do you really want to keep them? Or more importantly, do you really need to keep them?

Unfortunately, there’s so simple answer to that question. The fact is that some clients are worth a bit of extra trouble. These are the ones who spend heartily in your salon on a regular basis. Some others can have you pulling your hair out but just aren’t worth the stress.

So before you decide on your course of action (whether you keep a client or fire them), you need to consider how valuable they are to your salon, and whether it would be worthwhile to develop a few coping mechanisms to save the relationship.

Problem: The Late Client.

This client is late for everything. She’ll probably even be late to her own funeral. She is disorganised, and never leaves enough leeway to make sure she gets anywhere on time.

Solution: Tell her that her appointment is 15 mins before it actually is. This way, when she comes rushing through your door, puffing and panting and telling you how sorry she is to be late, you can smile serenely to yourself knowing she is actually right on time. Adjust the time frame to suit your individual late arrivers.

Problem: The No-show Client.

The regular no-show client will make you angry, especially if you’ve turned work away that you could have accepted had she cancelled in advance. These clients often believe that they’ve done you a huge favour; giving you time to put your feet up and have a coffee break. They have no idea about the carnage they’re creating, and simply expect to float back into your salon when they want another booking.

Solution: This client needs to be controlled. You must teach all of your clients how you expect to be treated. When a client simply doesn’t show for her appointment, phone her. If she doesn’t answer, then send a text. She must realise that you’ve noticed her no-show. Remind her of your no-show policy (you do have one, don’t you) and the consequences of the no-show. If she is a regular no-shower, refuse to accept anything but a pre-paid appointment in the future. She’ll probably complain, but don’t worry too much about it. She’ll either pay you in advance or go to another salon and treat them with the same disrespect she’s dished out to you.

Problem: The Constant Complainer.

We all complain about something now and then, but there’s always the odd client who complains about everything, all the time.

The wax is too hot, the air conditioning is too cold, the salon smells funny, and on it goes. There’s just no making this lady happy, no matter what.

Solution: Clients like this have some personal issues. Maybe this is their only chance to be the dominant person, and so they take it out on you. The best and easiest way to deal with this client is to acknowledge what she says, make some kind of effort to ‘fix the problem’, and learn not to take it personally. Because it really isn’t directed at you at all.

The simple fact that she keeps returning means that she is actually happy with your salon and her treatments, so just keep smiling and taking her payments.

And that’s it. You don’t have to accept bad behaviour from your clients. Train them to treat you with the respect you know you deserve.

If this is an important topic for you, leave me a comment below and tell me your thoughts on the matter.

Pam is an industry experienced coach, salon owner, speaker, author and copywriter.She works beside salon and spa owners to show them how to effectively grow their profits and remain in business for the long-term.

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Client Testimonials

The content you provided was astounding

Hi Pam,

Well, what an amazingly productive weekend I've had! Well worth the short flight from Sydney to join you and the many other savvy salon owners eager to make their businesses thrive. The content you provided in our 1-day seminar was astounding - jam-packed, and I can't wait to start implementing all your ideas. Actually, instead of hitting the pool I've already started the ball rolling from my hotel room! After 10 years as a salon owner, I feel inspired and truly invigorated to forge ahead.

BTW, thank you for your expertise and guidance with my new menu, could not have produced such a concise professional document without your industry knowledge X

Veronica Phillips (Salon Owner)

Face Faxx, Sydney, Australia

2017-04-14T15:58:28+00:00

Veronica Phillips (Salon Owner)

Face Faxx, Sydney, Australia

Hi Pam, Well, what an amazingly productive weekend I've had! Well worth the short flight from Sydney to join you and the many other savvy salon owners eager to make their businesses thrive. The content you provided in our 1-day seminar was astounding - jam-packed, and I can't wait to start implementing all your ideas. Actually, instead of hitting the pool I've already started the ball rolling from my hotel room! After 10 years as a salon owner, I feel inspired and truly invigorated to forge ahead. BTW, thank you for your expertise and guidance with my new menu, could not have produced such a concise professional document without your industry knowledge X

I absolutely LOVE what she came up with…

I just wanted to share in case anyone was looking for some help writing their menu's or brochures up.... Pam Stellema has just saved me so much time and brain strain by writing some beautiful work for me. I absolutely LOVE what she came up with , and would definitely recommend her if anyone else needs help with that kind of service :) x

Amy Farley (Salon Owner) - Yummy Mummy Pregnancy Day Spa

Australia

2017-04-14T16:05:26+00:00

Amy Farley (Salon Owner) - Yummy Mummy Pregnancy Day Spa

Australia

I just wanted to share in case anyone was looking for some help writing their menu's or brochures up.... Pam Stellema has just saved me so much time and brain strain by writing some beautiful work for me. I absolutely LOVE what she came up with , and would definitely recommend her if anyone else needs help with that kind of service :) x

I thought I could do it myself…

My reviewed price list has been taken to the whole new level of presentation.

It sounds like a menu at a fancy restaurant, even waxing sounds like a treatment you'd desire. It's like a cherry on the cake for my new, luxury day spa opening soon.

Thanks, Pam! I thought I could do it myself, but I wouldn't have achieved such a neat, floating and relaxing feel to it.

Take care,Silvia Bell

Silvia Bell (Salon Owner)

Bohemian Beauty, Australia

2017-04-15T07:34:26+00:00

Silvia Bell (Salon Owner)

Bohemian Beauty, Australia

Thank you for your help Pam. My reviewed price list has been taken to the whole new level of presentation. It sounds like a menu at a fancy restaurant, even waxing sounds like a treatment you'd desire. It's like a cherry on the cake for my new, luxury day spa opening soon. Thanks, Pam! I thought I could do it myself, but I wouldn't have achieved such a neat, floating and relaxing feel to it. Take care, Silvia Bell

http://salonsavy.com.au/testimonials/i-thought-i-could-do-it-myself/

You inspire me to do and be better.

Hi Pam,

I enjoyed our phone call this morning.

I just wanted to say thank you!!

You inspire me to do and be better. Onward and upward from here… thanks to you!!!

Have an amazing rest of the week, looking forward to our next chat.

THANK YOU

Yvette Morey (Salon Owner)

The Natural Touch, Australia

2017-04-15T07:35:56+00:00

Yvette Morey (Salon Owner)

The Natural Touch, Australia

Hi Pam, I enjoyed our phone call this morning. I just wanted to say thank you!! You inspire me to do and be better. Onward and upward from here… thanks to you!!! Have an amazing rest of the week, looking forward to our next chat. THANK YOU